Call Management Application

How it works

this application is not connected to any phone hardware at the moment

it is an application to track call and responses to calls by a company

other modules like sms can be added later but for now it is a software application to track calls and responses to call using an inbuilt script

In order to call customers selected (based upon set criteria) from the database you must first create a campaign a campaign has a start and stop time, a name, the criteria used to select customers from the database, create a script which is saved as a pdf and built into the campaign to be used in calling each customer. (creating a script can be static or interactive – the static script allows the telemarketer to engage the customer using the script where the interaction is informative. A dynamic script is where the telemarketer questions require specific answers that need to be analysed or require follow up action)

In order to call customers with an uploaded list (customers that are imported using the import wizard and are placed in the secondary database) you must name the list, create an interactive script where customers’ comments or responses can be recorded, provide a start and stop

The business will then call each customer in the campaign list using the campaign script by pressing the start campaign button

The application will then allow each customer to appear consecutively on screen where the client telemarketer can call the customer. While engaging the customer the telemarketer will select appropriate responses based upon the questions asked example do you like sports – the answer to that question will either be yes or no. the next question might be what kind of sports and here the telemarketer will be able to type the first three options listed by the customer. In summary the telemarketer will be able to select from a range of options or record the list of short answers given by the customer

At the end of the question and answer a follow up action is selected from the list of actions options by the telemarketer which is consistent to what action the customer is willing to accommodate. Then the submit button is pressed and the and the next customer will appear where the process will repeat itself.

If the submit button is not pressed the next customer will not appear and if the application closes it will start from the last customer in the campaign when that campaign is selected by that or any user.

The application will allow many persons to work on the same campaign at the same time processing the same list. At the end of the list a message will indicate that the list is complete

The application will allow many campaigns to be worked on at the same time

The next day when a telemarketer signs into the application a prompt will appear informing what follow up action needs to be taken for the date and for which customers

The application is a hosted service that creates an account for each client. The name of the customer appears at the top of the page when they login

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ID Proiect: #2340735

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